Customer Service Senior Analyst - Query Management

Skill required:Query Management Service Desk NonVoice Support
Designation:Management Level Senior Analyst
Job Location:Bengaluru
Qualifications:Any Graduation
Years of Experience:5 to 8 years
What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA's. The Query Management team is accountable for the Inbound/Outbound calls and email/chat support to resolve customer issues. This role is aligned to our Service Desk NonVoice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for nonvoice interactions like email, web, and chat.
What are we looking for?

Adaptable and flexible

Ability to perform under pressure

Problemsolving skills

Detail orientation

Ability to establish strong client relationship "

Minimum 2 years' of facetoface experience with clients " "

Minimum 1year reporting and data analytics experience" Customer support deal management Worked with international clients "

Advanced PC skills on standard suite software (i.e. Microsoft Word, Excel, and PowerPoint)" "

Broad knowledge and understanding of Accenture Operations functions, departments and the overall business" "

Demonstrated discretion in interaction with a wide range of internal and external contacts and in handling highly sensitive and confidential information acts with tact and diplomacy" "

Ability to gather, organize and analyze complex information from several sources and prepare memos/reports for formal distribution and presentation." "

Excellent communication skills (oral & written), with an emphasis on building strong working relationships across Accenture Operations" Roles and Responsibilities

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers within Accenture

You are likely to have some interaction with clients and/or Accenture management

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts